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Leader, Care Center Staff
Tarrytown, NY
Job Description
Leader, Care Center Staff
Headquarters Office, 625 State Street, Schenectady, New York, United States of America Rochester Office, 220 Alexander Street, Rochester, New York, United States of America Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America Req #1178
Tuesday, July 5, 2022
Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds-tech people, numbers people, even people people-working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference-it's time to make a healthy career move to MVP!
There are some positions at MVP where your work may require an onsite or community component. When working in an MVP office and/or in the community on behalf of MVP, you must be fully vaccinated against COVID-19, and have received the first booster dose within one month of eligibility.
Full-Time, Exempt
Location: Hybrid
The position is responsible for managing the daily operations and performance of an enterprise Customer Care department. This individual is responsible for achieving key departmental performance metrics and ensuring that Customer Care representatives consistently deliver a quality customer service experience. Manages a team of customer service representatives responsible for investigating and resolving a variety of customer (member / physician) service issues and inquires related to benefits, claims, eligibility, referrals, appeals, etc. Monitors and manages operational performance around timeliness, quality, and accuracy to ensure that MVP provides a superior customer service experience. Adapts to circumstances which challenge daily routines while ensuring a superior service experience. Motivates staff to meet or exceed personal and team goals. Possesses a passion and vision for continuous process improvement, challenging the status quo and embracing change that leads to an enhanced service experience. Plays an active role in the implementation and ongoing improvement of the Customer Care Center's quality programs. Provides input to and feedback on programs with the goal of continually improving the quality of customer service. Works closely with the Workforce Management team to ensure that customer service team is properly staffed to optimize call response and real-time staffing adjustments are made in response to unexpectedly high call volumes. Ensures that issue resolution turnaround goals are achieved. Serves as an escalation point for any persistent or long-standing service issues. Develops relationships and works jointly with peers across the organization to resolve and proactively prevent customer service issues. Identifies opportunities to improve CCC training or add training content with the goal of upskilling Customer Care representatives and continuously improving the customer service experience. Assists in developing and ensures adherence to departmental policies and procedures. Serves on committees / workgroups and actively participates in corporate and departmental initiatives. Staff development including training, performance management, coaching and corrective action as needed. Recruiting, screening, and hiring of Customer Care staff. Performs other duties as assigned by the Leader, Care Center Staff and Operations.
POSITION QUALIFICATIONS
Minimum Education:
Associates degree; directly related experience in leading a team may be considered in lieu of a degree.
Minimum Experience:
1+ years of leading a team as well as 2 years of working in a high volume call center.
Required Skills:
About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for more than 700,000 members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse, employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve. MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the EEO is the Law Poster and Supplement protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at hr@mvphealthcare.com
Please apply and learn more - including how you may become a proud member of our team.
Other details
Apply Now
Headquarters Office, 625 State Street, Schenectady, New York, United States of America
Tuesday, July 5, 2022
Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds-tech people, numbers people, even people people-working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference-it's time to make a healthy career move to MVP!
There are some positions at MVP where your work may require an onsite or community component. When working in an MVP office and/or in the community on behalf of MVP, you must be fully vaccinated against COVID-19, and have received the first booster dose within one month of eligibility.
Full-Time, Exempt
Location: Hybrid
The position is responsible for managing the daily operations and performance of an enterprise Customer Care department. This individual is responsible for achieving key departmental performance metrics and ensuring that Customer Care representatives consistently deliver a quality customer service experience. Manages a team of customer service representatives responsible for investigating and resolving a variety of customer (member / physician) service issues and inquires related to benefits, claims, eligibility, referrals, appeals, etc. Monitors and manages operational performance around timeliness, quality, and accuracy to ensure that MVP provides a superior customer service experience. Adapts to circumstances which challenge daily routines while ensuring a superior service experience. Motivates staff to meet or exceed personal and team goals. Possesses a passion and vision for continuous process improvement, challenging the status quo and embracing change that leads to an enhanced service experience. Plays an active role in the implementation and ongoing improvement of the Customer Care Center's quality programs. Provides input to and feedback on programs with the goal of continually improving the quality of customer service. Works closely with the Workforce Management team to ensure that customer service team is properly staffed to optimize call response and real-time staffing adjustments are made in response to unexpectedly high call volumes. Ensures that issue resolution turnaround goals are achieved. Serves as an escalation point for any persistent or long-standing service issues. Develops relationships and works jointly with peers across the organization to resolve and proactively prevent customer service issues. Identifies opportunities to improve CCC training or add training content with the goal of upskilling Customer Care representatives and continuously improving the customer service experience. Assists in developing and ensures adherence to departmental policies and procedures. Serves on committees / workgroups and actively participates in corporate and departmental initiatives. Staff development including training, performance management, coaching and corrective action as needed. Recruiting, screening, and hiring of Customer Care staff. Performs other duties as assigned by the Leader, Care Center Staff and Operations.
POSITION QUALIFICATIONS
Minimum Education:
Associates degree; directly related experience in leading a team may be considered in lieu of a degree.
Minimum Experience:
1+ years of leading a team as well as 2 years of working in a high volume call center.
Required Skills:
- Demonstrated experience including 1 or more years in healthcare working in areas such as customer service, billing, enrollment, payment issues, claim submission issues, etc.
- Strong leadership skills that include the ability to manage departmental implementation of projects, policies, procedures and/or SBU initiatives.
- Excellent problem solving, analytical, and time management skills.
- Ability to set goals and standards and manage performance.
- Strong computer, interpersonal and communication skills required.
About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for more than 700,000 members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse, employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve. MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the EEO is the Law Poster and Supplement protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at hr@mvphealthcare.com
Please apply and learn more - including how you may become a proud member of our team.
Other details
- Job Family Customer Service
- Pay Type Salary
Apply Now
- Headquarters Office, 625 State Street, Schenectady, New York, United States of America
- Rochester Office, 220 Alexander Street, Rochester, New York, United States of America
- Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
1+ years
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